L2 Technical Support Engineer – TestRail

This is a fully remote position, open to applicants in United States.

📋 Description

• Assist customers in troubleshooting issues through email, phone, and desktop sharing.

• Respond to customer inquiries related to products and technical matters.

• Guide new clients through product evaluations and provide answers to technical questions.

• Offer remote support to Enterprise customers for the installation, updating, and maintenance of TestRail.

• Engage in both business-oriented and self-directed initiatives annually.

• Collaborate with Product and Development teams to address critical bugs and implement feature requests promptly.

• Support L1 engineers with ongoing investigations.

• Represent the Quality team in customer interactions within Support.

⛳️ Requirements

• Minimum of 2 years in L2 technical support or comparable positions.

• A degree in Computer Science or a related discipline.

• Exceptional English writing and communication abilities.

• A strong technical curiosity and demonstrated technical comprehension.

• Familiarity with Windows and Linux servers.

• Proficiency in at least one major scripting or programming language.

• Solid understanding of networking and web technologies.

• Ability to comprehend work metrics and manage personal workload to meet targets.

• Knowledge of database management is advantageous.

• Familiarity with testing processes is a desirable trait.

• SQL knowledge is a plus.

• Understanding of software testing and development processes is beneficial.

• Highly self-motivated, driven, and focused on customer satisfaction.

🏝️ Benefits

• [Details of the benefits offered go here]

• [Additional benefits can be listed here]